Reservation Agent Solution

For customer centered entry-level positions within the hospitality industry.

SKU: 956 Categories: ,

Description

The Reservation Agent solution is for customer centered entry-level positions within the hospitality industry. Sample tasks may include making, updating, or canceling hotel reservations; looking up information and entering information into a computer; providing information on the hotel and the services offered. Potential job titles that use this solution are: Reservation Agent, Customer Service Representative, and Reservationist.

Job Levels: Entry Level
Localizations Available: US English
Average Testing Time: 43 minutes
Number of Questions: 119 items (91 items on average)
Number of Sittings: One or Two
Designed for Unproctored Environment: Yes
Question Format: Simulations, Multiple choice, Forced choice – adaptive

Two Sitting Version:

Average Testing Time (minutes): Screening: 24 minutes Selection: 43 minutes
Maximum Number of Questions: Screening: 88 items Selection: 131 items (104 items on average)
Designed for Unproctored Environment: Screening: Yes Selection: No
Question Format: Simulation, Multiple choice, Forced choice – adaptive

Knowledge, Skills, Abilities and Competencies Measured

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly. This is calculated by the number of gross keystrokes per minute typed by an applicant.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately. This is calculated by the following formula: Percent Accurate = Number of Correct/Number of Total * 100.

Drive for Success: This component measures the tendency to set and accomplish challenging goals, to believe in one’s own ability to get the job done, and to assert one’s influence to drive others towards a common goal. This trait is characterized by working hard, demonstrating optimism in the face of adversity, and negotiating effectively with others to accomplish goals.

Conscientiousness: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.

Two Sitting Version

Screening (Unproctored)

Working with Information: This measures the ability to efficiently and effectively use numerical and analytical reasoning to gather information and solve real-world problems.

Customer Focus: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.

Selection (Proctored)

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly. This is calculated by the number of gross keystrokes per minute typed by an applicant.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately. This is calculated by the following formula: Percent Accurate = Number of Correct/Number of Total * 100.

Multitasking Preferences: This measures a candidate’s preference for engaging in multiple tasks simultaneously, such as talking to customers on the phone while at the same time looking up information on a computer system.

Drive for Success: This component measures the tendency to set and accomplish challenging goals, to believe in one’s own ability to get the job done, and to assert one’s influence to drive others towards a common goal. This trait is characterized by working hard, demonstrating optimism in the face of adversity, and negotiating effectively with others to accomplish goals.

Conscientiousness: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.

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